| Name of Complainant | |
| Date of Complaint | August 11, 2022 |
| Name(s) of companies complained against | Air India |
| Category of complaint | Airlines |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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1. I originally booked my ticket via airindia.in on line booking site (PNR : J9BCY) on 7th May, 2022 from JFK to Chennai (MAA) via Delhi on 21st Aug (Forward Journey) and return Journey (17th Sep), for this I paid USD 2602.29 for 3 passengers (2 Adults and 1 Kid).
2. Later on, due to some circumstances I called customer care center on 14th June and changed my travel date to 1st Sep (Forward Journey from JFK to Chennai- MAA) and 25th Sep (Return Journey – Chennai to JFK) for this I paid the fare difference USD 251.74. I was also issued a new PNR: R2Y729.
3. After that due to family emergency, I had to pre-pone my forward journey (JFK to Chennai-MAA) date from 1st Sep to 1st July, I called the Customer care center on 25th June for this I paid the amount USD 948.47. On this forward journey change I did not touch return journey as it was scheduled originally as 25th Sep.
4. I already flew on 1st July from JFK to Chennai (MAA) via Delhi and arrived Chennai on 2nd July safely.
5. Now I am in India trying to change the return journey (from Chennai – MAA to JFK) date from 25th Sep to 22nd Aug. on same origin and destination. For this I have been calling Customer care center more than 12 hrs and they are unable to change my requested date. The following few reasons they are saying,
a. For this PNR R2Y729 the return segment from Chennai to JFK on 25th Sep is NOT CONFIRMED, I am not sure why this was not confirmed in their system though I paid already.
b. In the System, it says the “COUPON STATUS” is showing as “EXCHANGED”, with this status they are saying they can’t change the date, so they asked me to contact nearest AIR INDIA office (for me which is Madurai Airport). I contacted them over phone and I was advised by the AI ticketing officer to share the PNR and they said that it’s not possible to change the date due to the “COUPON STATUS” is showing as “EXCHANGED”. They advised me to contact Customer Care center to correct this issue, now Customer Care center saying they can’t do that. They have been investigating and trying to fix but unable to do it for that past 7 days. The pain point here is, whenever I called customer care I had to explain the whole issue in the middle of conversation if my call got disconnected they don’t call me back, again I had to call and explain many times patiently. I have been with them over phone almost everyday for more than 45 mins to 1 hr without any resolution. At last I was given a case number 16826827 by one of the AI Staff member over phone. Now the status is,
1. My original return date which was 25th Sep was not confirmed despite I paid in USD and
2. they are unable to change the return date from 25th Sep to 22nd Aug.
With the above situations the air fare is going up day by day and finally I am anticipating I would end up paying hefty amount because of their system issue. AIR India is not going to reimburse any amount due to the system issue or failure of providing the resolution.
I was advised by Customer Care center to submit a feedback which I did submit. The feedback (WB-IIXM0908220090) via AIR INDIA web site and no response.
I want a resolution on my issue which is part of AIR INDIA System, and I would like to start my travel on desired date (22nd Aug). but at this moment they are unable to provide resolution.
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